Job Description

Ready to take the next step in your career?

Join a global company shaping the future with technology that drives lasting impact.

Hypertec is seeking a L2 TECHNICAL SUPPORT AGENT to join our Call Center team in Montreal If you are motivated, collaborative, and aligned with our values, we would love to hear from you.

We believe that how we work is just as important as what we build. Our values reflect the mindset we bring to everything we do:

• Innovation
• Trust
• Entrepreneurship
• Customer Focus

What You’ll Be Contributing:

• Log into the telephone system, adhering to a defined schedule;
• Assist L1 agents with escalations and technical questions;
• Escalate complex/high priority problems to the appropriate escalation groups for resolution;
• Provide technical coaching and training;
• Respond to all requests (by email/phone/other) from colleagues and customers;
• Provide superior customer service to all our customers while remaining courteous and professional;
• Process requests for service within SLAs, while documenting all relevant details in the CRM ticket system;
• Diagnose and troubleshoot issues reported by the client (by email/phone/other);
• Provide technical support for hardware problems;
• Prepare Statements of Work (SOWs) needed for field engineer (FE) to resolve issues;
• Secure and dispatch required parts to the field engineer (FE);
• Follow up on service calls and keep them up-to-date at all times (respecting SLAs);
• Keep the customer informed of the progress of their tickets;
• Ensure that service calls are escalated to the incident manager when not meeting SLAs;
• Respect company guidelines for planned and unplanned absences;
• Produce reports upon request.

What Sets You Apart: (3-4 bullet points)

• Possess College diploma or Technical Studies diploma (DEP) in related discipline;
• Strong verbal and written communication skills;
• Strong interpersonal skills and ability to interact effectively with diverse populations;
• Excellent organizational and time management skills;
• High degree of self-motivation and ability to work with minimum supervision;
• Experience with PC and Server hardware components;
• CompTIA A+ Certification is an asset;
• Previous computer diagnostic and technical support is a strong asset;
• Possess basic computer skills, including Microsoft Office programs.

What’s In it For You:

• Hybrid work model for certain job categories, supported by competitive benefits.
• Comprehensive health benefits that ensure you and your family are covered for a wide range of medical needs.
• Health Spending Account (HSA).
• Employer-matched RRSP Program.
• Paid Floater Days.
• Our head office will soon relocate to a new, state-of-the-art facility in LaSalle, near the Lachine Canal. Designed to set new standards in sustainability, it reflects our commitment to responsible growth and innovation.

Immerse Yourself in the Hypertec Journey:

You think you are the right candidate for this role? We can’t wait to meet you! We look beyond the CV to discover real potential. Hit “Apply” and let’s discover it together!

About Hypertec

Founded in 1984, Hypertec empowers innovators to push boundaries and lead their industries through transformative technology.

Through our five divisions—High Performance Compute & AI, Data Center Construction, Health, Custom Manufacturing, and Solutions Partner—we help clients turn complex challenges into opportunities for sustainable growth. Trusted by leaders in AI, financial services, media & entertainment, healthcare, and the public sector, we serve clients in over 80 countries.

Recognized globally for innovation and sustainability, including our revolutionary immersion-born servers, we continue to deliver technology that makes a lasting difference.

Learn more at www.hypertec.com

Hypertec is an equal opportunity employer.

Hypertec evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, disability status or any other legally protected characteristic.

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